121962 O3 Automated Health Systems Redacted.pdf

Nebraska Department of Labor Request for Proposal 121962 O3

Call Center Support for Unemployment Insurance Services

Technical Proposal Electronic Submission

June 27, 2025

Prepared for:

Kyle McConnell Procurement Contract Officer

Department of Labor 550 South 16th Street

Lincoln, NE 68508

Prepared by:

Automated Health Systems, Inc.

9370 McKnight Road, Suite 300

Pittsburgh, PA 15237

NEBRASKA DEPARTMENT OF LABOR

CALL CENTER SUPPORT FOR UNEMPLOYMENT INSURANCE SERVICES

NEBRASKA DEPARTMENT OF LABOR 1

Although trade secrets and confidential information must be provided to the Nebraska Department of Labor (NDOL) to fully respond to its RFP; protecting this information from public disclosure is critical to the success of AHS and even survival in its competitive market. As a result of the competitive bidding process, AHS has provided extensive information to NDOL, including descriptions of proprietary processes and systems to assist NDOL in making the most informed decision as to which proposal will provide callers the best services with the best management over the proposed contract.

Moreover, the proposal provides NDOL with a comprehensive view of business structure and solidity of AHS, as well as its expertise and excellence, which AHS has successfully gained only by building specialized management systems and technical know-how through four decades of experience. We are happy to provide this information and believe that our comprehensive response will aid NDOL in making its selection. But this information has significant value to AHS and would benefit competitors significantly if disclosed.

The internal processes developed by AHS have led to its success as one of the top companies nationwide specializing in health and human services administration. While there are other companies that provide similar services, competition for these state contracts is fierce. Procurements are relatively infrequent, and contracts often last for three years or more, intensifying the competition between AHS and other companies in the field.

Although the government bidding process and public contracting necessarily involve transparency, AHS could not sustain its excellence and success without preserving the confidentiality of certain information and processes which it has developed through the many years AHS has provided state agencies with human program services.

If confidential information is permitted to enter the public domain, all potential vendors, not just AHS, will become hesitant to provide information to NDOL, and therefore NDOL will be limited in making the best procurement decision it can. For these reasons (which are articulated more fully below within the legal framework of Nebraska’s Right-to-Know Law), AHS believes that the Confidential Materials should be deemed exempt and withheld from any requestor and not entered into the public domain.

The Redacted Materials relate directly to a “process” within the “commercial concern” of AHS to produce a “service” which has “commercial value” to NDOL and provides AHS to the opportunity to obtain business advantages over our competitors, as contemplated under Nebraska’s Freedom of Information Law. In this sense, the information we provided is proprietary and by definition a trade secret entitled to protection under Nebraska law. There are several factors that are appropriate to consider when evaluating when a request to protect confidential trade secret information:

The extent to which the information is known outside of the business of the party seeking the protective order;

The extent to which it is known by employees and others involved in the party’s business;

The extent of the measures the party has taken to guard the secrecy of the information;

The value of the information to the party and competitors;

The amount of effort or money expended by the party in developing the information; and

The ease or difficulty with which the information could be properly acquired or duplicated by others.

The Redacted Materials easily satisfy this test. First, AHS has taken measures to protect the confidentiality of the Redacted Materials. AHS has not shared the Redacted Materials with any party other than confidentially and as required by requests for proposals by other jurisdictions. In fact, the

NEBRASKA DEPARTMENT OF LABOR 2

information contained in the Redacted Materials, when submitted, has deemed confidential in other states.

Second, the Redacted Materials are known only to individuals within AHS that need to know it and other states that procure our services. More particularly, with respect to the financial aspects of the Redacted Materials, only those needing access to the financial information of AHS are authorized to review such information. And the remaining information relating to staffing and data systems are accessed only by those employees needing to see the information. AHS does not broadcast its Redacted Materials generally to its employees or beyond the confines of the entity itself.

Third, it is worth repeating that AHS has taken significant steps to protect this information. When it submits the information in the Redacted Material to other jurisdictions, it files the information as confidential and has not had an agency declare the information as public.

As a privately held corporate, AHS’ audited financial statements are proprietary information.

AUTOMATED HEALTH SYSTEMS

300 ARCADIA COURT, 9370 MCKNIGHT ROAD, PITTSBURGH, PA 15237 • (412) 367-3030 • (412) 367-6184 FAX

June 26, 2025

Kyle McConnell Nebraska Department of Labor 550 South 16th Street Lincoln, NE 68508

Dear Mr. McConnell, Automated Health Systems (AHS) is pleased to submit our proposal in response to the Nebraska Depariment of Labor (NDOL) RFP #121962-03 for Call Center Support for Unemployment Insurance Services.

AHS has over 35 years of experience managing contact centers for a range of government clients. Our experience includes more than ten years of experience providing eligibility operations and more than nine years of experience delivering outstanding service for the Nebraska Department of Health and Human Services as the State's Medicaid Enrollment Broker during which time, we have continuously provided Nebraskans with outstanding service. In May 2025, we achieved a 0.6% abandomnent rate, 9 second average speed to answer, and a O second average hold time. We look forward to providing this level of services to callers served by the NDOL Call Center.

If you have any questions, please do not hesitate to contact me. I can be reached at the information below:

Joseph P. Cain ill, CPA, Chief Financial Officer Address: 9370 McKnight Road, Suite 300

Pittsburgh, PA 15237 Phone: (412) 367-3030 ext. 2210 Fax: (412) 367-1213 Email: ahsexecutivegroup@automated-health.com

Thank you for the opportunity to submit a proposal in response to this RFP. We look forward to forming a partnership with NDOL.

Sincerely, <2 <-:=> Joseph P. Cain III, CPA Chief Financial Officer

NEBRASKA DEPARTMENT OF LABOR i

TABLE OF CONTENTS

1 CORPORATE OVERVIEW

1.a Contractor Identification and Information

1.b Financial Statements

1.c Change of Ownership

1.d Office Location

1.e Relationship with the State

1.f Contractor’s Employee Relations to the State

1.g Contract Performance

1.h Summary of Contractor’s Corporate Experience

Nebraska Enrollment Broker Project

North Carolina Unemployment Project

Rhode Island Exchange Contact Center

1.i Summary of Personnel/Management Approach

1.j Subcontractors

Technical Response

NEBRASKA DEPARTMENT OF LABOR 1

1 CORPORATE OVERVIEW

Automated Health Systems (AHS) is excited to provide the Nebraska Department of Labor (NDOL) with our proposal to provide unemployment call center services (i.e., the Nebraska Call Center Project). Our successful performance has been well documented in Nebraska. As the State of Nebraska’s Medicaid Enrollment Broker for the Heritage Health Program, we have consistently achieved high levels of performance that we look forward to providing to NDOL. As of April 2025, our performance in our Nebraska Enrollment Broker Project was:

0.53% abandonment rate.

6 second average speed to answer (ASA).

0 second average hold time.

1.a Contractor Identification and Information The bidder should provide the full company or corporate name, address of the company's headquarters, website, entity organization (corporation, partnership, proprietorship), state in which the bidder is incorporated or otherwise organized to do business, year in which the bidder first organized to do business and whether the name and form of organization has changed since first organized.

Our full corporate name is Automated Health Systems, Inc.

The address of our headquarters is 9370 McKnight Road, Pittsburgh, PA 15237.

AHS is a privately held C corporation incorporated in the Commonwealth of Pennsylvania.

We currently operate call centers for various health and human service programs in North Carolina, Nebraska, Arkansas, Florida, Missouri, Massachusetts, Ohio, Tennessee, Maryland, Delaware, Missouri, South Carolina, Rhode Island, and Wyoming.

AHS was first organized to do business in 1979. Our incorporation date in our current form is June 29, 2000.

1.b Financial Statements Please see Appendix A for our most recent audited financial statements.

AHS has no judgements, pending or expected litigation, or other real or potential financial reversals, which might materially affect the viability or stability of the organization.

1.c Change of Ownership If any change in ownership or control of the company is anticipated during the twelve (12) months following the proposal due date, the bidder should describe the circumstances of such change and indicate when the change will likely occur. Any change of ownership to an awarded bidder(s) will require notification to the State.

AHS has no anticipated change of ownership during the 12 months following the proposal due date.

1.d Office Location The bidder’s office location responsible for performance pursuant to an award of a contract with the State of Nebraska should be identified.

We will use our established facility located in our Pittsburgh, PA headquarters at 9370 McKnight Rd., Pittsburgh, PA (Exhibit 1). Using this facility allows us to leverage our existing sophisticated technological infrastructure (which will be customized to meet the specific needs and demands of the Nebraska Call Center Project) to deliver first-class, comprehensive call center services. It allows us to leverage access to established recruiting networks and will also be under the direct oversight of several members of our Senior Executive Team.

NEBRASKA DEPARTMENT OF LABOR 2

Exhibit 1. Pittsburgh Call Center Facility

Our proposed office location will meet all Nebraska Call Center Project needs.

1.e Relationship with the State The bidder should describe any dealings with the State over the previous (five) (5) years. If the organization, its predecessor, or any Party named in the bidder’s solicitation response has contracted with the State, the bidder should identify the contract number(s) and/or any other information available to identify such contract(s). If no such contracts exist, so declare.

We currently have a contract with the State of Nebraska, Contract Number 71172 O4, to provide Medicaid Enrollment Broker services. In 2016, we were selected as the prime contractor for the Department of Health and Human Services (DHHS) Medicaid Enrollment Broker as they rolled out the Heritage Health Initiative. We utilized a disciplined methodology to meet deliverables, implement them on time, and ensure customers were supported as they selected a Health Plan and learned to navigate a new program. We executed our implementation in a coordinated manner that resulted in a successful readiness review. Additional details on our performance as Nebraska’s Enrollment Broker Contractor are provided in Section 1.h.

1.f Contractor’s Employee Relations to the State If any Party named in the bidder's proposal response is or was an employee of the State within the past twelve (12) months, identify the individual(s) by name, State agency with whom employed, job title or position held with the State, and separation date. If no such relationship exists or has existed, so declare.

We declare that no party named in this proposal response is or was an employee of the State of Nebraska within the past 12 months.

1.g Contract Performance If the bidder or any proposed Subcontractor has had a contract terminated for default during the past five (5) years, all such instances must be described as required below. Termination for default is defined as a notice to stop performance delivery due to the bidder's non-performance or poor performance, and the issue was either not litigated due to inaction on the part of the bidder or litigated and such litigation determined the bidder to be in default.

We have never had a contract terminated for poor performance or for default.

AHS has a mutual separation agreement in place with the Florida Healthy Kids Corporation (FHKC) regarding the contract for Customer Relationship Management and Customer Engagement Center services for the Florida Healthy Kids (FHK) Program. The FHK contract was not cancelled or terminated for lack of performance. Contact information is as follows:

NEBRASKA DEPARTMENT OF LABOR 3

Florida Healthy Kids Corporation 1203 Governors Square Blvd #400 Tallahassee, FL 32301

1.h Summary of Contractor’s Corporate Experience Provide narrative descriptions to highlight the similarities between the contractor’s experience and this solicitation.

These descriptions should include:

The time period of the project;

The scheduled and actual completion dates;

The bidder’s responsibilities;

For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number, and e-mail address); and

Each project description should identify whether the work was performed as the prime Contractor or as a Subcontractor. If a contractor performed as the prime Contractor, the description should provide the originally scheduled completion date and budget, as well as the actual (or currently planned) completion date and actual (or currently planned) budget.

Bidder and Subcontractor(s) experience should be listed separately. Narrative descriptions submitted for Subcontractors should be specifically identified as Subcontractor projects.

If the work was performed as a Subcontractor, the narrative description should identify the same information as requested for the bidders above. In addition, Subcontractors should identify what share of contract costs, project responsibilities, and time period were performed as a Subcontractor.

We have extensive experience that demonstrates our comprehensive understanding of call center and unemployment operations. In the pages that follow, we provide descriptions of our most relevant projects. AHS was the prime contractor for each of the contracts described in the following pages.

Nebraska Enrollment Broker Project

In 2016, we were selected as Nebraska’s Enrollment Broker as they rolled out their Heritage Health Initiative, which is the State’s health care delivery system that combines Nebraska’s physical health, behavioral health, and pharmacy programs into a comprehensive and coordinated system. The Nebraska Enrollment Broker Project serves both Medicaid and Children’s Health Insurance Program (CHIP) members.

We utilized a disciplined and strategic takeover methodology to not only meet all deliverables and implement on time, but equally as important, to ensure members were fully supported as they selected a new health plan and learned to navigate a new delivery system. We executed our implementation in a coordinated manner that resulted in a successful and rigorous readiness review. One noteworthy aspect of our implementation was the detailed protocols we implemented for handoffs during the first three months of operations. From September to December 2016, we took all calls and performed all services for individuals as related to the Heritage Health Program, which went live on January 1, 2017. However, during these months, the incumbent enrollment Contractor continued to perform enrollment services for the existing program. We:

Developed helpful scripting.

Coordinated protocols to track enrollment activity.

Transferred appropriate cases to the incumbent Contractor.

Kept members up to date on all related program information.

Our efforts also included a rigorous outreach-based strategy, which was vital during the early months of the transition when confusion was at its peak.

NEBRASKA DEPARTMENT OF LABOR 4

We worked with the State on its Medicaid Expansion rollout, which increased Medicaid enrollment by 35%. Our role was vital, as many customers in the Medicaid expansion population had little or no experience with managed care. Our training, scripting, system tools, and knowledge management system prepared our staff to:

Work with consumers who need help applying for Medicaid.

Explain managed care and how to effectively navigate the care delivery system.

Deliver empowering choice counseling so new eligibles are ready to make a best-fit choice.

Throughout our tenure, we have maintained a strong history of meeting SLAs, achieving high satisfaction rates, supporting effective enrollments, and responding to caller questions. Our Nebraska Enrollment Broker Project achievements are provided in Exhibit 2. Reference information is provided in Exhibit 3.

Exhibit 2. Project Achievements Achievement Details

Implemented Outreach Protocols

Used an intense field-based effort with ongoing relationships to programs that serve consumers with special needs.

Identified fragile populations and connected with appropriate community-based organizations (CBOs) for full support.

Developed a series of PowerPoint materials, handouts, and fact sheets.

Publicized upcoming outreach events on the Project website calendar.

Implemented Innovative Consumer Techniques

Launched live chatting into Enrollment Broker operations.

Earned high satisfaction rates for live chat services among consumers.

Included a mobile-friendly website for anytime, anywhere information.

Implemented specialized procedures to assist adoptive individuals with name and case changes to assure continuity of care in the plan preferred by the adoptive parents.

Incorporated Innovations

Incorporated dynamic scripting that correctly populates the words for staff based on a caller’s answer to a previous question to support consistency and accuracy.

Incorporated chatting.

Incorporated an enrollment page specific to open enrollment that is available September through December 15th.

Supported Medicaid Expansion

Managed the increase in volume.

Trained staff on the new population, potential questions, and how to support this population in navigating managed care.

Our services successfully supported Nebraska through a monumental transition.

Exhibit 3. Reference Information for the Nebraska Enrollment Broker Project Requested Information Description

Client organization’s name Nebraska Department of Health and Human Services

Contact information Jeshena Walker, DHHS Plan Management Administrator 1

(531) 530-7424 Jeshena.Walker@nebraska.gov

Brief description of the scope of work

AHS provides Medicaid Enrollment Broker services.

Time period 2016-Present

Our Nebraska Enrollment Broker Project reference will attest to our excellent performance.

North Carolina Unemployment Project

In 2021, the North Carolina Department of Commerce, Division of Employment Security (DES) selected us as the successful contractor to provide unemployment insurance call center services. We provide Tier 1 services related to unemployment insurance. Common topics that we address are:

NEBRASKA DEPARTMENT OF LABOR 5

Login/password information for the State’s unemployment system.

Application assistance.

Claims status.

Weekly certification.

General information and education regarding unemployment insurance.

Appeals status.

Fraud.

The implementation was conducted entirely during the pandemic and involved:

Hiring a team of staff to respond to the fluctuating call volumes.

Developing a training program.

Collaborating with the State regarding training and call flows.

Learning the State’s Southeast Consortium for Unemployment Benefits Integration (SCUBI) system and the State’s NCWorks tools for job seekers.

Integrating with the State’s unemployment system.

Configuring our systems to meet the State’s requirements, including developing, testing, and hosting a chatbot.

Developing customized reports for the State.

Since our launch on January 18, 2022, we have responded to a steadily increasing call volume. We respond to fluctuating call volumes with exceptional service. In April 2025, we addressed 44,064 calls with high levels of performance:

97% first call resolution rate.

90.5% customer satisfaction score.

4.5% abandonment rate.

0.3% call error rate.

91.2% Customer Service Representative (CSR) quality score.

Project accomplishments are summarized in Exhibit 4.

Exhibit 4. North Carolina Unemployment Insurance Call Center Project Achievements Achievement Details

Timely Implementation

The Project launched during the COVID-19 pandemic and included omnichannel system installation, staff hiring and training, and CRM system configuration.

We completed the implementation phase and launched on time.

Assumed Tier 2 Responsibilities

The Contract originally contemplated that DES would provide all Tier 2 responsibilities.

During our administration, we have assumed Tier 2 responsibilities for all applicant calls. DES has retained Tier 2 responsibilities for employer calls.

We continue to ensure the State’s vulnerable citizens have access to benefits.

Reference information is provided in Exhibit 5.

Exhibit 5. Reference Information for the North Carolina Unemployment Call Center Project Requested Information Description

Client organization’s name North Carolina Department of Commerce, Division of Employment Security

Contact information Michael Jackson, Customer Call Center Director

(919) 819-8055 Michael.jackson@commerce.nc.gov

NEBRASKA DEPARTMENT OF LABOR 6

Requested Information Description

Brief description of the scope of work

AHS provides unemployment insurance call center services.

Time period 2021-Present

Our North Carolina Unemployment Call Center Project reference will attest to our excellent performance.

Rhode Island Exchange Contact Center

In December 2015, AHS was selected as the successful contractor for Rhode Island’s HealthSource Rhode Island (HSRI) Contact Center, which performs Medicaid and Qualified Health Plan (QHP) application intake and task-based eligibility processing utilizing the integrated eligibility system (RI Bridges) and the Exchange Worker Portal. We successfully transitioned the Rhode Island Exchange Contact Center Project from the incumbent contractor in approximately 60 days. Our implementation included collaborating with HSRI to develop comprehensive scripts and training materials, which we have continued to refine throughout our contract. We currently respond to approximately 15-20,000 calls per month in steady state and significantly more during open enrollment, which features a wide range of topics from simple case maintenance to in-depth insurance purchasing support.

This Project has several similarities to the Nebraska Call Center Project, including:

Providing assistance with qualifying for benefits.

Providing status checks.

Providing assistance navigating State systems.

Providing status checks.

Documenting and processing updates to a case.

Responding to fluctuations in call volume.

Starting mid-April 2020, we have served as a supplemental Call Center for the Department of Labor and Training (DLT) COVID-19 unemployment hotline. The implementation included creating a new phone number and tree and specially training staff. Our work for DLT involved:

Assigning English and bilingual Spanish-speaking staff to serve the hotline.

Providing reporting twice daily that provide optimal visibility into the call drivers, which helped support DLT in understanding how to best meet their needs.

Incorporating messaging and reporting to support DLT strategies to support issues related to unemployment fraud.

Reporting issues of potential unemployment fraud, which provided DLT with the ability to quickly address potential fraud.

Responding to over double our monthly call volume.

Linking callers to application assistance for healthcare if needed.

We are also the main information center for the Pandemic EBT Benefits card, which is distributed to households with one or more children who have temporarily lost access to free or reduced-price meals at school or education centers due to COVID-19 school closures.

Since our launch, we have executed approximately 20 expansions in scope, including the following:

Verifications Backlog: We worked through the backlog of approximately 23,000 Medicaid and QHP verifications and processed new Medicaid verifications as received (approximately 4,500/month).

This work included determining if the task can be verified/closed, forwarding a request to the Triage Team if a ticket was needed for a system problem, identifying if outreach is needed, NEBRASKA DEPARTMENT OF LABOR 7 completing outreach, receiving inbound calls in response to outreach, and processing documents received in response to requests for information.

Escalation Backlog: We worked through the backlog of approximately 7,900 QHP and Medicaid Escalations and work new Department of Human Services (DHS) Escalations as received (approximately 1,400/month). The work included researching the issue, forwarding requests to the Triage Team if tickets were needed for system problems, applying workarounds, reporting training needs, and closing resolved escalations.

Future Customers: In 2019, we began logging potential new customers who did not qualify for a special enrollment period (SEP) at the time they applied with their preferred contact information.

Once Open Enrollment begins in November, we call the future customers to let them know Open Enrollment has begun and they may now qualify.

Outbound Calling for DHS: We performed ongoing outbound calling campaigns for DHS including reminders about Supplemental Nutrition Assistance Program (SNAP) appointments. We also performed a mass call campaign during the government shutdown, with important information for SNAP customers on when their SNAP benefits would be loaded into their accounts.

Project achievements are presented in Exhibit 6. Reference information is provided in Exhibit 7.

Exhibit 6. Rhode Island Project Achievements Achievements Details

Developed Scripts and Workflows

During the implementation, we worked with HSRI to develop scripts and workflows.

The incumbent Contractor had no scripts or workflows, resulting in quality issues.

Accommodate Fluctuating Volume

Our call volumes double during Open Enrollment, and we respond with a complement of additional staff to accommodate the increase.

We conducted multiple successful Open Enrollment periods.

Expanded Scope of Contract

We expanded the scope of the Contract with multiple Amendments that included:

− The Integrated Care Initiative (ICI) Call Center for dual eligibles.

− Expanding resources to overcome increased talk times and system issues from the RI Bridges launch.

− Incorporating medical eligibility document verification and escalation resolution.

− Providing support during critical periods, including our role as a supplemental Call Center for the DLT’s COVID-19 unemployment hotline.

Performed User Acceptance Testing

We performed user acceptance and defect testing for HSRI for RI Bridges to connect the consumer experience with new functionality.

Analyzed Potential System Defects

We forecasted the impact of known system defects before Phase 2 of RI Bridges was launched. We provided detailed reporting to HSRI and the Governor’s office for assessment of system launch impact.

Implemented Triage Team

We developed a triage team for the DHS Call Center that experienced three hour wait times, so that we could properly direct consumers.

We developed enhanced reporting so our client can properly report measures to CMS.

Implemented Efficiency Measures

We implemented RPA for password resets to decrease the handle time by approximately 15 minutes.

We implemented special projects to manage handle time.

High Satisfaction Rates

We have supported our client in improving their experience.

Achieved high consumer satisfaction rates (approximately 4.6 out of 5 stars).

We have a strong history of excellent performance.

Exhibit 7. Reference Information for the Rhode Island Exchange Contact Center Project _PENDING Requested Information Description

Client organization’s name HealthSource Rhode Island

NEBRASKA DEPARTMENT OF LABOR 8

Requested Information Description

Contact information Matt Goupil, Chief Operating Officer

(603) 540-1633 Matt.goupil@exchange.ri.gov

Brief description of the scope of work

AHS provides Exchange Call Center services.

Time period 2016-Present

Our Rhode Island Contact Center Project reference will attest to our excellent performance.

1.i Summary of Personnel/Management Approach NDOL needs the Contractor’s Key Personnel to have relevant call center knowledge and proven experience meeting SLAs in a call center environment. Our Key Personnel include our Account Manager who will guide the Project’s success. Our Account Manager, Mr. Christian Nutini, MS, will direct, manage, and coordinate all work for the Nebraska Call Center. Please refer to Appendix B. For Mr.

Nutini’s resume. Responsibilities for our Account Manager and Supervisor are summarized in Exhibit 1Exhibit 8.

Exhibit 8. Leadership Responsibilities Position Responsibilities

Account Manager Ultimate point of accountability who manages and implements contract requirements and initiates continuous improvement initiatives.

Responsible for all delivery, client satisfaction, and administration with authority to drive production, realign staff, and ensure deliverable quality/timeliness.

Provides proactive expertise and feedback on opportunities and challenges.

Works closely with NDOL to ensure training curricula and knowledgebase material are sufficient for Quality Assurance purposes.

Supervisor Responsible for overall staff scheduling, training, monitoring, etc.

Directs real-time forecasting to meet service levels and advises the Account Manager on efficient strategies to meet or exceed SLAs.

Assigns work among call center staff, monitors day-to-day operations, and tracks performance reports.

Manages escalations of critical issues, questions, or complaints from callers.

Participates in the development and implementation of training to maintain CSR competencies.

Generates call center reports and monitors the ongoing operational health of call center systems.

Ensures optimal productivity in providing accurate and consistent information as well as first class customer service to customers.

Reports all activities, trends, and concerns (and recommended solutions, as appropriate) to the Account Manager

Responsible for ensuring all mail fulfillment, back-office processes, outreach activities, and ad hoc special requests are performed to the specifications of NDOL.

We have assigned responsibilities to manage the scope of the Nebraska Call Center.

1.j Subcontractors No subcontractors will be employed as part of this contract.

TECHNICAL RESPONSE

We understand the requirements for the Technical Response and have included them in our proposal as described below:

NEBRASKA DEPARTMENT OF LABOR 9

Understanding the Business Requirements: Please see our completed Attachment #1 Required Bidder Responses, which has been separately provided.

Detailed Work Plan: Please see Appendix C for our detailed work plan. Additionally, AHS prefers a longer implementation period and would like to negotiate the start date for services if possible.

Deliverables and Due Dates: Deliverables and due dates are included in our work plan, provided in Appendix C.

Attachment #1: Required Bidder Responses: Our completed Attachment #1 has been separately provided.

Attachment #2: Cost Proposal: Our completed Attachment # 2 has been separately provided.

Appendix A:

Audited Financial Statements

Appendix B:

Resume

Christin D. Nutini, MS Account Manager

Summary of Qualifications Mr. Nutini has more than 15 years’ experience working in the human services arena with a diverse background that includes work with various state call centers and programs. Mr. Nutini has also over ten years of call center management experience, in positions of increasing responsibility. Mr. Nutini has served a wide range of callers and is adept in understanding how to best deliver services that meet their needs. He possesses a Master’s degree in Counseling Psychology, and is fluent spoken and written bilingual Spanish skills.

Professional Experience

Automated Health Systems, Inc. ------------------------------------------------------------------------------------- 2004 – Present Pittsburgh, PA

Interpretation Call Center Unit Manager (2010-Present)

Manages a team and provides oversight to a team of Customer Service Representatives (CSRs) who speak multiple languages.

Assigns work to staff and schedules staff to support multiple call centers.

Evaluates telecommunications system reports.

Facilities new hire orientations and staff training.

Provides company-wide support for language interpretation across AHS’ contracts.

Assists with the interpretation of call center scripts and written translation of Project materials.

Collects, formats and presents to management team monthly data regarding number of foreign language requests by callers to ensure caller’s needs are met.

Assistant Hotline Manager (2007-2010)

Oversaw a group of CSRs for the New York Child Health Plus Project.

Assisted the Hotline Manager in providing oversight and monitoring of CSRs and the day-to-day operations of the Hotline.

Primarily responsible for all aspects of new staff training and orientation, as well as for yearly CSR performance evaluations.

Participated in developing and implementing trainings to increase Project staff’s knowledge of Medicaid, Child Health Plus, and related services and to enhance their cultural competency and customer service orientation.

Acted as liaison between staff and management.

Orchestrated weekly feedback meetings with CSRs. Effectively handled supervisor requests by consumers.

Efficiently took consumer complaints and forwarded them to the client in a timely fashion.

Developed and implemented training seminars to address CSR proficiencies and skills.

Provided weekly feedback and guidance to CSRs regarding essential Hotline standards such as accurate data entry, call time, hold time and aftercall time.

Managed day-to-day Hotline activities such as scheduling and tracking of CSR time off.

Collected, formatted and presented to management team monthly data regarding CSR reward systems, number of foreign language requests by callers and forced disconnection calls.

Fielded daily CSR questions regarding program material and company policies and procedures.

Assisted with troubleshooting technical difficulties within the Hotline and serves as liaison with the IT department when necessary.

Developed and implemented a training program for Spanish-English interpreters.

Christian Nutini, Account Manager

Customer Service Representative (2004-2007)

Maintained a working knowledge of the New York State Department of Health’s Child Health Insurance Program (Child Health Plus).

Handled inbound and outbound calls in English and Spanish and provided education to consumers regarding program policies and procedures including enrollment, termination and maintenance of insurance coverage.

Assisted with application assistance and logged complaints and incident reports. Handled and followed-up with erroneously received mail.

Logged and followed up on Spanish/English voicemail and answering service messages

University of Pittsburgh, Graduate School of Public Health ---------------------------------------------------------------- 2004 Pittsburgh, PA

Research Interviewer

Conducted telephone interviews as part of survey which examined mental health and adjustment issues in children and adolescents.

Made out-bound calls to set-up interview appointments and performed follow-up as necessary.

Used Cati software to document telephone interview.

Family Health Council, INC. -------------------------------------------------------------------------------------------------- 2003-2004 Pittsburgh, PA

Translator

Provided translation services for transcriptions of Spanish-language focus groups dealing with Hispanic women’s health issues.

Fordham University, Counseling Center --------------------------------------------------------------------------------- 2002-2003 Bronx, NY

Psychology Extern

Assisted in the provision of individual psychotherapy (i.e., case load of five to seven culturally diverse college students).

Wrote treatment plans and termination summaries. Responsible for the development of and implementation of outreach programs.

Received one hour of supervision per week.

Center for Cognition and Communication ------------------------------------------------------------------------------- 2001-2002 New York, NY

Cognitive Rehabilitation Therapist

Provided neuropsychological rehabilitation to traumatic brain injury patients.

Assisted in treatment management and report writing for seven to ten patients.

Also administered and scored neuropsychological assessment instruments.

Fordham University, Career Aspirations Research Project --------------------------------------------------------- 1991-2001 New York, NY

Senior Research Assistant

Implemented semi-structured interviews and on-site coordination of data collection for this research project, which involved qualitative and quantitative data analysis.

Responsible for the administration of vocational and cultural assessment inventories.

Trained new research assistants.

Arts & Marketing Services, INC. The Pittsburgh Public Theater ----------------------------------------------------------- 1999 Pittsburgh, PA

Christian Nutini, Account Manager

Sales Representative

Made initial customer contact via outbound customer service call center to sell tickets and also followed-up with customers to confirm seating arrangements for performances.

Pittsburgh Trust for Cultural Resources, The Benedum Center ---------------------------------------------------- 1998-1999 Pittsburgh, PA

Customer Service Representative

Provided customer service and ticket sales for various performance companies (i.e., opera, ballet, theater, symphony) via an inbound customer service call center.

Education Fordham University

Master of Science in Counseling Psychology, 2004

Saint Mary’s College of Maryland

Bachelor or Arts in Psychology, 1997

Professional Skills AVAYA Telephony, Basic Call Management System (BCMS)

Bi-lingual: Fluent written and spoken Spanish

Technical Skills Windows, Microsoft Office (Excel, Word, PowerPoint, Access), AVAYA Telephony, Call Management System (CMS), and Ultra VNC)

References Marcie Sabina, Director of Finance 9370 McKnight Road Pittsburgh, PA 15237 msabina@automated-health.com 412-303-4706

Kimberly Baker, Project Director 9370 McKnight Road Pittsburgh, PA 15237 kbaker@automated-health.com 412-260-7852

Christine DiFrancesco, Vice President 1108 N. Lombard Ave.

Oak Park, IL 60302 312-282-0143

Appendix C:

Draft Work Plan

ID ID Task Name Duration Start Finish Resource Names

1 1 Nebraska Department of Labor Unemployment Insurance - Project Timeline 266 days Wed 9/10/25 Thu 10/1/26

2 2 Initiation Phase 15 days Wed 9/10/25 Tue 9/30/25 3 3 Contract Executed 1 day Wed 9/10/25 Wed 9/10/25 PRESIDENT 4 4 Internal Project Management Standup Tasks 3 days Thu 9/11/25 Mon 9/15/25 14 14 Identify Stakeholders 11 days Thu 9/11/25 Thu 9/25/25 20 20 Governance Structure 14 days Thu 9/11/25 Tue 9/30/25 26 26 Key Management Team (Project Organization Chart and Roles and Responsibilities Chart) 11 days Thu 9/11/25 Thu 9/25/25

32 32 Project Charter 11 days Thu 9/11/25 Thu 9/25/25 38 38 Implementation Begins 1 day Wed 9/10/25 Wed 9/10/25 39 39 Project Kick-Off Meeting with Nebraska Department of Labor 1 day Wed 9/10/25 Wed 9/10/25 PRJ MGR 40 40 Planning 15 days Thu 9/11/25 Wed 10/1/25 41 41 Requirements Analysis and Development 14 days Thu 9/11/25 Tue 9/30/25 62 62 Project Management Plan (PMP) 15 days Thu 9/11/25 Wed 10/1/25 69 69 Disaster Recovery Plan 15 days Thu 9/11/25 Wed 10/1/25 76 76 Test Plan 15 days Thu 9/11/25 Wed 10/1/25 83 83 Execution: Operations 15 days Wed 9/10/25 Wed 10/1/25 84 84 Equipment 12 days Wed 9/10/25 Fri 9/26/25 92 92 Operations Staffing 14 days Thu 9/11/25 Tue 9/30/25

100 100 Contact Center Operations 15 days Thu 9/11/25 Wed 10/1/25 126 126 Execution: Azure and Network Infrastructure 11 days Wed 9/10/25 Wed 9/24/25 127 127 Cloud Network Infrastructure 11 days Wed 9/10/25 Wed 9/24/25 152 152 Execution: Telecom 15 days Wed 9/10/25 Tue 9/30/25 153 153 Procure Five9 Development Organization 6 days Wed 9/10/25 Wed 9/17/25 157 157 Forecasting Workforce Management Solution 9 days Thu 9/18/25 Tue 9/30/25 163 163 IVR and ACD 9 days Thu 9/18/25 Tue 9/30/25 169 169 TDD/TTY 7 days Thu 9/18/25 Fri 9/26/25 172 172 Execution: HealthTrack CRM 13 days Fri 9/12/25 Tue 9/30/25 173 173 Calls 5 days Fri 9/12/25 Thu 9/18/25 189 189 Case Management 9 days Fri 9/12/25 Wed 9/24/25 196 196 Complaints, Appeals, and Fair Hearing System 13 days Fri 9/12/25 Tue 9/30/25 206 206 Integrations 6 days Tue 9/23/25 Tue 9/30/25 213 213 Data Migration and Loading 6 days Tue 9/23/25 Tue 9/30/25 221 221 Execution: Reporting and Dashboards 14 days Thu 9/11/25 Tue 9/30/25 228 228 Execution: Audit and Compliance 9 days Thu 9/18/25 Tue 9/30/25 233 233 Customer Satisfaction Surveys (C-SAT) 10 days Wed 9/17/25 Tue 9/30/25 241 241 Monitoring 265 days Thu 9/11/25 Thu 10/1/26 242 242 Implementation Status Meetings 265 days Thu 9/11/25 Thu 10/1/26 250 250 GO LIVE 253 days Mon 9/29/25 Thu 10/1/26 259 259 Closing 12 days Thu 10/2/25 Mon 10/20/25

NDOL Call Center Work Plan

596 596 597 597 598 598 599 599 600 600 601 601 602 602 603 603 604 604 605 605 606 606 607 607 608 608 609 609 610 610 611 611 612 612 613 613 614 614 615 615 616 616 617 617 618 618 619 619 620 620 621 621 622 622 623 623 624 624 625 625 626 626 627 627 628 628 629 629 630 630 631 631 1 day Fri 8/2/19 Fri 8/2/19 632 632 633 633 634 634 635 635 636 636

637 637 638 638 639 639 640 640 641 641 642 642 643 643 644 644 645 645 646 646 647 647 648 648 649 649 650 650 651 651 652 652 653 653 654 654 655 655 656 656 657 657 658 658 659 659 660 660 661 661 662 662 663 663 664 664 665 665 666 666 667 667 668 668 669 669 670 670 671 671 1 day Fri 8/2/19 Fri 8/2/19 672 672 673 673 674 674 675 675 676 676 677 677

678 678 679 679 680 680 681 681 682 682 1 day Fri 8/2/19 Fri 8/2/19 683 683 684 684 685 685 686 686 1 day Fri 8/2/19 Fri 8/2/19 687 687 1 day Fri 8/2/19 Fri 8/2/19 688 688 1 day Fri 8/2/19 Fri 8/2/19 689 689 690 690 1 day Fri 8/2/19 Fri 8/2/19 691 691 1 day Fri 8/2/19 Fri 8/2/19 692 692 1 day Fri 8/2/19 Fri 8/2/19 693 693 694 694 1 day Fri 8/2/19 Fri 8/2/19 695 695 1 day Fri 8/2/19 Fri 8/2/19 696 696 1 day Fri 8/2/19 Fri 8/2/19 697 697 698 698 1 day Fri 8/2/19 Fri 8/2/19 699 699 1 day Fri 8/2/19 Fri 8/2/19 700 700 1 day Fri 8/2/19 Fri 8/2/19 701 701 702 702 1 day Fri 8/2/19 Fri 8/2/19 703 703 1 day Fri 8/2/19 Fri 8/2/19 704 704 1 day Fri 8/2/19 Fri 8/2/19 705 705 706 706 1 day Fri 8/2/19 Fri 8/2/19 707 707 1 day Fri 8/2/19 Fri 8/2/19 708 708 1 day Fri 8/2/19 Fri 8/2/19 709 709 1 day Fri 8/2/19 Fri 8/2/19 710 710 1 day Fri 8/2/19 Fri 8/2/19 711 711 1 day Fri 8/2/19 Fri 8/2/19 712 712 1 day Fri 8/2/19 Fri 8/2/19 713 713 1 day Fri 8/2/19 Fri 8/2/19 714 714 1 day Fri 8/2/19 Fri 8/2/19 715 715 1 day Fri 8/2/19 Fri 8/2/19 716 716 1 day Fri 8/2/19 Fri 8/2/19 717 717 1 day Fri 8/2/19 Fri 8/2/19 718 718 1 day Fri 8/2/19 Fri 8/2/19

719 719 1 day Fri 8/2/19 Fri 8/2/19 720 720 1 day Fri 8/2/19 Fri 8/2/19 721 721 722 722 723 723 1 day Fri 8/2/19 Fri 8/2/19 724 724 725 725 726 726 727 727 1 day Fri 8/2/19 Fri 8/2/19 728 728 729 729 730 730 731 731 1 day Fri 8/2/19 Fri 8/2/19 732 732 733 733 734 734 735 735 1 day Fri 8/2/19 Fri 8/2/19 736 736 737 737 738 738 739 739 1 day Fri 8/2/19 Fri 8/2/19 740 740 741 741 742 742 743 743 1 day Fri 8/2/19 Fri 8/2/19 744 744 745 745 746 746 1 day Fri 8/2/19 Fri 8/2/19 747 747 748 748 749 749 750 750 751 751 752 752 753 753 1 day Fri 8/2/19 Fri 8/2/19 754 754 1 day Fri 8/2/19 Fri 8/2/19 755 755 1 day Fri 8/2/19 Fri 8/2/19 756 756 1 day Fri 8/2/19 Fri 8/2/19 757 757 1 day Fri 8/2/19 Fri 8/2/19 758 758 1 day Fri 8/2/19 Fri 8/2/19 759 759 1 day Fri 8/2/19 Fri 8/2/19

760 760 1 day Fri 8/2/19 Fri 8/2/19 761 761 1 day Fri 8/2/19 Fri 8/2/19 762 762 763 763 764 764 765 765 766 766 767 767 768 768 769 769 770 770 771 771 772 772 773 773 774 774 775 775 776 776 777 777 778 778 779 779 780 780 781 781 782 782 783 783 784 784 785 785 786 786 787 787 788 788 789 789 790 790 791 791 792 792 793 793 794 794 795 795 796 796 797 797 798 798 799 799 800 800

801 801 802 802 803 803 804 804 805 805 806 806 807 807 808 808 809 809 810 810 811 811 812 812 813 813 814 814 815 815 816 816 817 817 818 818 819 819 820 820 821 821 822 822 823 823 824 824 825 825 826 826 827 827 828 828 829 829 830 830 1 day Fri 8/2/19 Fri 8/2/19

Successors

33,5,7,8,9,10,11,12,13,21,15,27,94

43,243,244,245,247,248,249,246,63,70,121,8

RFP Section V Project Description and Scope of work Mandatory Requirement See also Question Bidder response

1.b.

b. Contractor shall ensure that agents have a secure and dedicated workspace that prevents unauthorized access to claimant data.

All of our contracts require us to handle Personal Protected Information (PPI). We routinely handle PPI for 750,000 callers per month. We recognize the importance and breadth of physical and environmental security controls and have developed protocols that mirror the principles established in NIST SP 800-53 “Physical and Environmental Protection.” These principles will be the guiding framework we use to protect the Nebraska Call Center facility.

2.a

applicable federal and state laws and regulations throughout the contract term.

All access doors remain locked at all times. Each authorized user (AHS employees, Contractors, Vendors, or others) is provided an Access Control Card for entrance into the facility. The main lobby to the facility is the only publicly accessible area of the building. Any individual not deemed an authorized AHS user is defined as a “visitor.” Visitor entrance into the building is allowable through the main door only. All visitors are required to announce themselves and sign the AHS Visitor’s Log. The log documents the visitor’s first and last name, authorized person whom they are visiting, purpose of visit, arrival time, departure time, and signature. An assigned staff member provides each visitor with a Temporary Visitor Badge. Upon assigning the badge, the staff member logs the number of the badge on the Visitor Log. Visitors are escorted by an authorized user into the secure areas of the facility. Upon leaving the facility visitors are escorted by an AHS authorized user to the reception area where the visitors log their departure time and return their

6.b

b. Contractor shall supply a method of telephonic interpretation for non-English and non-Spanish language interpretation services.

Describe your language capabilities, including the percentage of call center staff who are bilingual in English and Spanish, and any other languages available. Describe how you will ensure that call center staff are able to communicate with individuals in multiple languages.

We have a comprehensive approach to serving individuals who speak languages other than English:

• For non-English-speaking callers, our bilingual Customer Service Representatives (CSRs) will assist callers speaking several other languages. Approximately 15% of CSRs are bilingual.

• For languages not spoken by our in-house staff, we will access Language Line Services, which interprets 170 languages.

We have a strong history of hiring bilingual staff. For example, in our Ohio Medicaid Hotline, we have staff who speak French, Spanish, Somali, Arabic, Russian, Italian, Amharic, Twi, Tigrigna, and Fanti. We have a strong complement of staff who speak Haitian Creole in our Florida Enrollment Broker Project.

New hires who are bilingual will be required to pass a fluency test as part of the hiring process.

For callers who need assistance in languages other than those spoken by our bilingual staff, we will first seek the services of our in-house Interpretation Unit.

Members of the Interpretation Unit speak several languages. These staff members have an extensive background in human services contracts and have assisted numerous callers throughout the country. When a call comes in and the caller needs assistance in a language spoken by one of our Interpretation Unit staff, we will conduct a three-way call to the Interpretation Unit. Using our customer relationship management (CRM) system to guide the interaction, the CSR and Interpretation Unit staff address the caller's needs during the call. Because the Interpretation Unit is in-house, we can provide Interpretation Unit staff with targeted training on the Nebraska Call Center Project. This allows us to provide specialized training to Interpretation Unit staff, so that the service delivered to callers in languages other than English achieves our first-class standards.

When callers reach the Nebraska Call Center and speak a language not spoken by one of our bilingual or Interpretation Unit staff, they will briefly be placed on hold while the CSR contacts the Language Line. Then, the CSR puts the caller back on, and the call is conducted in the caller’s native language, with the Language Line Representative acting as a translator. At no time will any cost associated with using the Language Line ever be passed on to a caller. Language Line provides training to their staff on HIPAA and other relevant topics.